Bridge - Operations Associate

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

Bridge, a Stripe company, is a rapidly growing business and the number of developers integrating our APIs is growing quickly. We provide Slack-based support to our developers on a wide range of topics in close partnership with our internal engineering team. We're a small but mighty team that's expanding global coverage and is looking to make our first Product Support Specialist hires in Mexico City.

In this role, you'll work directly with developers integrating Bridge APIs and help them resolve their issues. You'll take ownership of complex, technical user issues and work across teams to resolve them. As part of the team, you'll have a big impact to grow the Product Support operation and enhance various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

What you'll do

Stripe is launching Stripe Delivery Centers—a brand-new global team to design, implement, and grow Stripe operations for the next decade. We're looking for dynamic and curious people who have a passion for solving global user issues, building operations, and driving process improvements and want to play a front-line role in building this new operational capability for Stripe and accelerating Stripe growth. If you like challenging, scaled problems and are an amazing teammate, we want to hear from you.

Responsibilities

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack) and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 1–5 years of experience in a customer support role.
• You have a user-first mindset and are energized by the challenge of solving difficult problems.
• You have excellent communication skills, both written and verbal.
• You excel in problem-solving.
• You have prior experience in customer service or in internal and external user-facing operations processes. You're an organized self-starter with a passion for finding solutions to users' challenges.
• You have a process-oriented mindset and ability to get things done.
• You enjoy working in an in-office environment with strong cross-team collaboration and support.
• You're able to prioritize and enjoy working in a quick-moving environment.
• You're humble and have a proven track record for working well across teams and with external partners.
• You're willing to periodically work a weekend day for which you'll receive a weekday off. The Delivery Center operates during daytime hours with shifts from the morning through early evening.

Preferred qualifications

• Familiarity with SQL and ability to use template or premade SQL queries as part of investigations.
• Prior experience with cryptocurrency support.